CUSTOMER SUPPORT Officer

Description

Integrated Equities Limited (IEL) seeks a Customer Support Officer to join its team, focusing on delivering exceptional service within the financial services sector. This role requires a candidate with solid experience in customer service, especially within brokerage, banking, fintech, or digital financial services environments. The successful candidate will utilize their strong communication skills in English and Urdu to clearly explain complex financial and technical processes, ensuring customer satisfaction and loyalty. The position does not include team management responsibilities, allowing for specialization in direct customer engagement and issue resolution. The Customer Support Officer will handle inquiries and issues by leveraging knowledge base management, product knowledge, and digital customer-service platforms. This role emphasizes using CRM and ticketing software to efficiently track and resolve customer requests while contributing to the continuous improvement of support processes. The role requires a proactive approach to understanding client needs and ensuring that financial products and services are explained clearly and accurately.

Responsibilities

• Respond promptly and professionally to customer inquiries across multiple channels, including phone, email, and digital platforms.
• Resolve customer issues related to brokerage, banking, or digital financial products by applying thorough product knowledge and adherence to company policies.
• Manage and update the knowledge base to ensure information is accurate, comprehensive, and easy for customers and colleagues to access.
• Document interactions and resolutions clearly within the CRM and ticketing systems to maintain an organized and accessible record of customer communications.
• Explain financial and technical processes clearly and effectively in English and Urdu to assist customers in understanding products and services.
• Collaborate with internal teams to escalate and resolve complex customer issues, ensuring timely and satisfactory outcomes.
• Monitor customer feedback and identify opportunities for service enhancement by providing insights to the management team.
• Stay knowledgeable about company products, services, and relevant industry regulations to provide accurate and current information to customers.
• Maintain confidentiality and adhere to data protection policies when handling sensitive financial customer information.
• Support training initiatives by sharing expertise and best practices to improve the overall customer support experience.

Experience

1 Year

Apply By

Oct 21, 2026

Required Skills

• Issue resolution
• knowledge base management
• Product Knowledge
• CRM Software
• Ticketing Tools
• Verbal Communication
• Written Communication
• Customer Service

Nice to Have Skills

• Digital Customer-Service Platforms